About the position
City Wide Franchise is seeking a results-oriented and technology-savvy Call Center Manager to lead a high-performance outbound contact center focused on appointment setting, lead generation, and customer engagement. This role demands a leader who excels at leveraging modern contact center technologies, automation, data analytics, and workforce optimization to drive outbound performance while ensuring operational excellence and an outstanding customer experience.
Responsibilities
- Build, manage, and continuously improve an outbound contact center focused on appointment setting for sales teams and business development.
- Develop outbound calling strategies, campaigns, and scripts to optimize contact rates, conversions, and pipeline growth.
- Oversee daily outbound operations, ensuring teams meet and exceed KPIs related to dials, connects, appointments booked, show rates, and lead quality.
- Collaborate closely with sales and marketing leadership to align outbound strategies with target audiences, messaging, and goals.
- Design incentive programs that drive performance and maintain motivation in a high-volume outbound environment.
- Implement and optimize contact center technology stacks, including auto-dialers, predictive dialers, CRM integrations, and workflow automation.
- Utilize AI-driven tools such as conversation intelligence, speech analytics, and lead scoring to improve contact strategies and coaching.
- Drive adoption of omnichannel outreach (phone, SMS, email, chat) to enhance outbound effectiveness.
- Partner with IT and vendors to manage platform functionality, integrations, troubleshooting, and continuous improvement.
- Monitor real-time dashboards and analytics to manage metrics such as connect rates, appointment set rates, call-to-conversion ratios, and revenue impact.
- Use data to forecast outbound capacity, optimize dialing strategies, and refine calling lists based on engagement patterns.
- Generate actionable insights from campaign performance to continuously refine targeting, scripting, and agent coaching.
- Streamline processes to reduce friction in outbound workflows, leveraging technology, automation, and best practices.
- Implement continuous improvement initiatives using methodologies like Lean, Six Sigma, or Agile.
- Oversee workforce management, including staffing models, scheduling, and productivity optimization.
- Lead, coach, and develop a team of supervisors and outbound agents, focusing on skill-building for persuasive communication and consultative selling.
- Deploy call monitoring, conversation analytics, and quality assurance programs to ensure high standards of professionalism and effectiveness.
- Ensure compliance with TCPA, DNC, GDPR, CCPA, and other telecommunication regulations.
- Maintain data security protocols in line with industry standards and company policies.
Requirements
- Bachelor’s degree in Business, Marketing, Operations, or related field.
- 5+ years in call center management with a strong focus on outbound sales or appointment setting.
- Hands-on experience managing contact center technology, including predictive dialers, CRM platforms (e.g., Salesforce, HubSpot), VoIP systems, and workforce management tools.
- Proven success in driving outbound performance through data-driven decision-making and process automation.
- Deep understanding of compliance requirements related to outbound calling and telemarketing.
Nice-to-haves
- Experience deploying AI-driven solutions (e.g., conversation intelligence, lead scoring, chatbots).
- Background in sales development, inside sales, or pipeline generation roles.
- Certifications in relevant technologies (e.g., Genesys, Five9, Salesforce Service/Revenue Cloud) or methodologies (Six Sigma, PMP, Agile).
Benefits
- Competitive compensation and benefits, including medical, dental, vision, employer paid life insurance and a 401(K) employer match.
- Comprehensive benefits package to include medical, dental, vision and PTO.
